06 Aug 2010
CRM: Not a Cure for Customer Compliants
Salesforce CRM execs are likely celebrating this week as they gained a shiny new customer- Facebook. Word on the street is that the social networking giant recently ranked the second lowest score (underperformed only by Myspace) on a customer satisfaction survey conducted by ForeSee Results.
Great news for Salesforce… but will this be the cure for Facebook’s consumer unsatisfaction woes? Not likely. A CRM system (even Salesforce, the Cadillac of CRMs) can only help to monitor and report customer feedback. It’s what you choose to do with that feedback that makes a difference with your customers.
As with the case of many IT spending mishaps, shelling out thousands of dollars on new software does alone not a problem solve. The only cure for Facebook’s unsatisfactory feedback ratings is to address their complaints on privacy, disclosure, etc and heed their customer’s advice.
August 7th, 2010 at 6:54 am
Agreed! Look at Toyota. They let their quality slip and look what happened to their reputation. Its what company’s do with the information in their CRM and customer support systems that affects their customer service. And you don’t need elaborate systems and statistics to tell you if your customers are satisfied. Just ask your front line employees and they’ll tell you!
August 11th, 2010 at 1:31 am
Thanks Richard! 100% agreed.